Jah Magayones

Possess extensive experience in providing top-tier customer support via email, chat, and phone. Adept at fostering positive relationships with clients and colleagues. Looking to leverage my problem-solving expertise to deliver cost-effective solutions while maintaining strict data confidentiality.

Risk Investigator - Remitly

(2025-05 - 2025-11)

• Analyzing Transactions: Reviewing customer transactions and available data to identify and mitigate fraudulent activities such as account takeovers, friendly fraud, and theft.
• Fraud Detection: Observing customer transaction patterns to proactively identify suspicious behaviors and unusual trends, including those related to Anti-Money Laundering (AML) concerns and internal reports.
• Issue Resolution: Taking prompt and decisive action to resolve identified issues, providing timely and accurate solutions based on customer and market needs.
• Information Verification: Contacting customers and financial institutions as needed to verify the legitimacy of transactions and payment information.
• Documentation & Reporting: Meticulously documenting all investigations, interactions, and findings within organizational tools and platforms.
• Data-Driven Feedback: Providing data-backed feedback and recommendations to enhance risk management strategies.
• Customer Outreach: Conducting inbound and outbound calls using Salesforce to obtain necessary documentation for Know Your Customer (KYC) compliance and to address potential risk behaviors.
• Cross-Functional Support: Providing essential backup support to the Customer Service team, managing transferred calls related to transaction reviews, and addressing customer dissatisfaction stemming from the review process.
• Escalation Management: Offering critical support for handling escalations and processing complex risk reviews.

Payments Specialist - Accenture

(2024-02)

• Received contacts from our English merchants through chat, email and phone.
• Answer inquiries and help our English Merchants in their queries about their payout, tax residency, account verification, etc.
• Requires extensive knowledge of the organization, products, and/or service.
• Undertakes all compliance and regulatory training in line with company requirements.
• Involved in assessments to ensure individual continuous improvement for self and others.
• Performs other duties as assigned by management such as approving co-workers' automation ideas and training new hires.
• Requires ability to navigate computerized tools and systems or other relevant applications.

Training Specialist - Accenture

(2022-05 - 2024-01)

• Facilitates a training class.
• Work with the operations and quality teams to identify performance gaps related to product.
• Analyze performance gaps and provide recommendations to meet target metrics.
• Training Design and Development.
• Responsible for content research, training outline creation, development of training evaluation measures, training materials development, knowledge assessment/ test design.
• Identify other non-traditional performance improvement initiatives.
• Deliver capability development programs to employees such as coaching and training.
• Proactively develop activities or modules to supplement existing programs or initiatives.
• Gather data from operations to measure program effectiveness.
• Monitor progress of employees by tracking performance indicators.
• Propose continuous improvements in communication coaching and training processes
• Attend quality calibration calls and provide recommendations

Market Research Analyst - Accenture

(2019-05 - 2022-05)

• Interacts with customers and ensures adherence to quality, customer service policies and procedures Follows prescribed criteria to analyze and evaluate online survey questions and its intended results
• Provides constructive feedback to customers, product owners, survey owners and the like
• Maintains a repository of best practices and customer preferences to drive a positive customer experience Ensures absolute consistency of measurement across the business and strive for objectivity and efficiency Works against established SLAs and metrics and evaluated by the degree of achievement
• Proactively work with process mentors from both internal and external departments to improve overall performance.

Assistant Manager in Operations - Concentrix

(2018-05 - 2019-04)

• Giving prompt and accurate information on individual team member performance.
• Enforcing all company approved policies and procedures.
• Managing team performance and progress by doing weekly coaching sessions to team members and motivating them to do better.
• Delegation of tasks and workload to each team member based on their ability and skills.
• Attends weekly and monthly meetings with the on-shore clients and presents performance reports.
• Closely monitoring the performance of team members by doing regular side-by-side and flyby coaching.

Team Lead - Teletech

(2017-08 - 2018-04)

• Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals.
• Hold the team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls.
• Available for support for associate questions, issues, and customer escalations.
• Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition.
• Responsible for meeting team productivity and quality goals.
• Ensuring good communication with managers and other team leads.
• Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance.
• Ensure quality scores are meeting client requirements.

Lead Service Delivery Specialist - Teletech

(2017-06 - 2017-07)

• Guided employees and ensured all were trained in product knowledge and capable of performing assigned duties.
• Delegation of jobs and workloads to individual staff members based on their ability.
• Training new team members.
• Acting as a resource for other staff members.

Customer Service Associate - Teletech

(2015-01 - 2017-05)

• Responsible for resolving queries of the customers through email and chat within the assigned turnaround time.
• Manage and take ownership of the resolution process for all customer related issues
• Inform members of current promotions and new or updated products.
• Offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than through email.

BS Biology - Biology - UNIVERSITY OF NORTHERN PHILIPPINES (2019-04)